Why are my forms now not coming through to my email and say incomplete payments or incomplete submissions?

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    fullmedaljacketaqha
    Asked on March 03, 2017 at 01:12 PM
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    Jan
    Answered on March 03, 2017 at 05:11 PM

    I checked your account and I can see that there are currently no "Incomplete Payments" or "Incomplete Submissions" on your forms.

    Incomplete Payments
    If the user did not complete the payment in the checkout page, then the submission will go to the Incomplete Payments. Please take note that completing it will not process any payments. It will just trigger the email notifications and will be processed as normal submission. Please check this guide for more details: https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ.

    Incomplete Submissions
    This is where the session submissions are saved. Session method refers to the "Save and Continue Later" function. This is where the submissions are saved until they are submitted. In this wizard, you can delete  a pending submission manually.

    The email recipients of your form notifications are not in the bounce list. The mail logs shows that the notifications are being sent successfully.

    Please check your spam folder or junk mail. If the emails are in the spam folder, please mark them as "Not Spam".

    You may also use your own SMTP server as the Sender Email, here's a guide: How-to-Setup-SMTP-for-a-Form.

    Again, if the user did not complete the payment, the submission will go to the Incomplete Payments. This will not trigger any email alerts, which means the notifications will not be sent unless you complete the submission.

    Please check these guides as well:
    How-to-Prevent-Email-Bouncing-Related-Issues
    Why-I-am-not-Receiving-Email-Notifications

    Hope that helps. Thank you.

     

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    fullmedaljacketaqha
    Answered on March 09, 2017 at 10:11 AM

    Hi there,
    Thanks for the response. I did go in and complete the submission but we did not receive payment through our paypal. So your saying they didn't complete the transaction? I've had 3 fors gets hung up and also got a message when i signed on that said my email was in your bounce list. I had already fixed this issue before and it looks like it happened again.
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    Jan
    Answered on March 09, 2017 at 11:56 AM

    Completing the submission will not process any payments. Yes, the submission will become incomplete if the user did not proceed with the payment after being redirected to PayPal Checkout page. Please check this guide for more information: https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ.

    The account's email address (robin@fullme***jacketaqha.com) is currently not in the bounce list. If this issue keeps on happening, I would recommend you using your own SMTP server as the Sender Email, here's a guide: How-to-Setup-SMTP-for-a-Form.

    Related guides:
    How-to-Prevent-Email-Bouncing-Related-Issues
    Why-I-am-not-Receiving-Email-Notifications

    Hope that helps. Thank you.